Asset Engineer providing expertise for lab and process equipment in CAR - T therapy. Supporting commissioning and qualification in clinical and commercial cell therapy manufacturing in Belgium.
About the role
- Technology Services Engineer II for Walmart’s APEX IDC operations team, providing IT support and managing service operations at the campus level.
Responsibilities
- Create, manage and maintain IT Service Management and Operations process and ensure that standards are followed
- Responsible for providing seamless tech experience to associates at our campuses with a vision to increase associate productivity and influence return to campus
- Ensure high availability of IT resources in campuses across 24*7
- Responsible for associates and business leadership interactions in order to address concerns/issues/projects/requests
- Comes with an end-user mindset to drive an improved and transformed experience when leveraging our technology and using our processes
- Manage and lead the end-to-end ITSM (operational, tactical, and strategic)
- Identify and implement ITIL best practices that will be adopted by the organization
- Provide strategic direction for Incident Management, Problem Management and Ticket Management Lifecycle (Ageing tickets Monitoring, Queue monitoring, etc..)
- Lead the processes for Problem Management in resolution of complex/recurring issues
- Define, develop and manage KPIs through process compliance, dashboards
- Drive continuous process improvement
- Own the overall quality of the process and oversee the management and compliance of those processes
- Lead the technical L1 support team to provide excellent customer service and drive quicker resolution of all technical issues
- Monitor and drive escalation (Bridge, Communicate to End Users, pull relevant people depending on the situation) for critical and high priority incidents to ensure the Service Level Agreements are met.
- Ensure adherence to all department and company policies, processes and procedures.
Requirements
- 5+ years of overall experience in IT Operations function in medium to large corporations
- Specialization in Service Management, back-office systems including Operations, ITSM, Service Desk and infrastructure
- Experience in Service Management using ITIL, ITSM framework, Vendor and SLA Management
- Handling incidents, crisis management, troubleshooting techniques, root cause analysis and change management
- ITIL Foundation Certification is a mandate; Intermediate – Service Operations certification will be looked upon favorably
- Strong orientation to Technology Service Desk Operational prerequisites, e.g. Metrics, KPIs, and associated reporting
- Comfortable as a hands-on individual contributor who can drive the efforts of several teams
- Keen sense of ownership, speedy execution, and scrappiness
- Capable of creating effective delivery strategies and managing priorities in a fluid and dynamic environment
- Ability to work under broad direction and minimal supervision
- Excellent communication and documentation skills; attention to detail
- Role requires physical presence in office
- Flexible and open to 24*7 shifts.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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